Biamp is a leading provider of professional AV equipment well-suited for a variety of applications, including conferencing, paging, and video.

The Technical Support Specialist provides technical support, advice, and assistance to Biamp’s customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems. Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in test lab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit at Biamp Systems, with continued growth and increasing responsibilities. Occasional travel within Europe and to the USA will be required.

Essential Functions:

• Provide technical support to customers via phone, email, and chat
• Coordinate returns and repairs of Biamp products as necessary
• Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more.
• Provide design advice to customers that are designing AV systems with Biamp products
• Identify and escalate priority issues to Applications Engineers
• Accurately process and record call customer interactions using tech support case tracking software
• Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry
• Organize ideas and communicate oral and written messages that are appropriate to audiences and circumstances
• Follow up and make scheduled call backs to customers where necessary

Secondary Functions:

• Create and edit technical documentation
• Assist in occasional proofreading and revision of technical documentation, online training courses, and online knowledgebase articles
• Assist in maintaining organization and functionality of department’s test rack equipment
• Other duties as assigned by your Supervisor